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Scripting Engine Hung - Troubleshooting

Run a Query​

Example Ticket​

Example Ticket

When you see a ticket like the above for any partner, please follow the troubleshooting steps below.

1. Check MAX Running Scripts​

Navigate to System >> VNC / Ticket Priority >> MAX Running Scripts.

Look for "MAX Running Scripts" and ensure its value is at least 1/3 of the value of the agent count.
This applies only to the environment where you have seen frequent Scripting Engine Hung issues.
This is not a stated statement; rather, it is an assumption to prevent situations in the partner environment if they continuously encounter scripting engine crash issues.

MAX Running Scripts

Navigate to System >> Configuration >> Dashboard >> Config >> Configuration >> Properties.

Look for the property "LT_MAXRunningScripts" and ensure its value is reflected.

2. Monitor Internal Scripts​

Navigate to Automation >> Monitor >> Internal Monitor.

3. Create a New Monitor​

Right-click and select New Monitor.

New Monitor

4. Start Fresh​

Select Start Fresh >> Next.

Start Fresh

5. Run the Query​

Run the query as mentioned below:

Run Query

SELECT COUNT(r.scriptid) AS `Count`,
       s.ScriptName,
       r.`Start` AS `Last Start Date`,
       r.Priority
FROM runningscripts r
JOIN lt_scripts s ON s.scriptid = r.scriptid
WHERE r.Running = 0
  AND r.`start` BETWEEN DATE(NOW() - INTERVAL 7 DAY) AND DATE(NOW() - INTERVAL 1 HOUR)
  AND (r.`executed` IS NULL OR r.executed = '0000-00-00 00:00:00')
GROUP BY r.scriptid
HAVING `Count` > 10
ORDER BY COUNT(r.scriptid) DESC;

Export the list to share with the consultant.
Check for the top scripts whose running count is excessive, figure out why they have been running like that, and fix them if found irrelevant.
Bring the concern to the consultant with notes and screenshots.

6. Run Another Query​

Follow steps 2-4, then run the query below:

Another Query

Another Query

SELECT
      COUNT(0)
FROM
      pendingscripts p
      JOIN lt_scripts l ON p.scriptid = l.scriptid
      JOIN computers c ON p.targetcomputerid = c.computerid
WHERE
      p.targetcomputerid NOT IN (
            SELECT
                  DISTINCT computerid
            FROM
                  maintenancemodequeue
            WHERE
                  timestart + INTERVAL `Duration` MINUTE > NOW()
      )
      AND p.NextRun < NOW() - INTERVAL 15 MINUTE
      AND CASE WHEN c.lastcontact > NOW() - INTERVAL 15 MINUTE THEN l.ScriptFlags = 0 ELSE l.scriptflags = 1 END

Please validate the stuck scripts and export that report to Excel to forward to the consultant with your feedback and analysis.

7. Restart the Database Agent Service​

Only if the scripting engine appears to be hung with a lot of scripts reporting in the queue, restart the DB Agent service.

Navigate to Help >> Server Status >> Restart Database Agent.

This will remove all queued scripts and will temporarily fix the scripting engine hang if the script queuing issue is not resolved from the above query results.